Contents
We asked, you said, we did
We want to ensure we identify any improvements we need to make, through your experience and our quality assurance. We want to show you what we have done.
These are the changes we have made following feedback from different surveys, audits and interviews with people accessing our support.
2024/2025
| You said | We did |
|---|---|
| Give relatives (or clients) a brief summary of the social work plan, and timescales. |
This should be included in a copy of the care and support plan. We will review if this is occurring through our audits. We will further explore options to indicate how documents are sent out to families to ensure this is occurring routinely. |
| Longer opening hours for telephone calls. Basic questions answered rather than emails, e.g. I wanted a form for direct payment, but this had to be referred |
We will review opening hours of phones with each team. We have updated the external web pages, including adding an additional page with contact us details: Contact the adult social care team. This includes a link to other teams, such as direct payments, so that people can call there directly rather than the First Response Team. |
| Make sure that the one who comes to fit equipment knows fully the intentions of the assessor. |
Occupational therapy managers will discuss at team meeting to ensure that clear instructions are recorded on the system for the technicians and will ensure that staff understand the importance of this. Will also feedback to the equipment provider. |
| Further consideration on how we record, and discuss outcomes with individuals, to ensure they are being heard during the assessment and support planning process. |
We have updated our Practice Model. It includes the use of language, and being person centred. We will review our documents to support this. |
| It would be more helpful if the carers came at the same time each day. | Contracts are for 15 minutes either side of the scheduled care call time. If providers are attending late, or not on time, these should be reported to the allocated worker or adult social care duty. |